Complaints

This profile includes complaints for The Goldman Sachs Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Goldman Sachs Group, Inc.

  200 West Street New York, NY 10282-2102

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

• 

  Goldman Sachs & Co

  3414 Peachtree Rd NE # 600 Atlanta, GA 30326-1167

• 

  Goldman Sachs & Co

  34414 Peachtree Road North East Atlanta, GA 30326

• 

  Goldman, Sachs & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to dispute transactions from propeller ads on my Apple Card and my dispute keeps getting denied when I provided evidence that the traffic I bought ended up being robots, I spent $4740 total and realized that theyre a complete scam. I searched the company up on forums and everyone says theyre a ******* a loyal customer to the Apple Card: I pay my balance every month. I had no explanation why you guys are denying the dispute and Id like to talk to someone

  Business Response

  Date: 01/29/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to four transaction disputes with the merchant Propellerads in the total amount of $4,740.00.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transactions between September 02, 2024, and December 04, 2024. The Bank applied 4 temporary credits while the disputes were investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the disputes in favor of the merchant. The evidence confirmed the Customer was provided with the purchased traffic and did not locate any bot traffic in the services purchased. The merchant has no record of the Customer contacting the merchant and advising of any issues or requesting a refund for the services provided. The Customers evidence was insufficient in showing services were not provided as agreed, or the merchant refused to work with the Customer.  As a result, the temporary credits that were applied to the Customers account were reversed between November 12, 2024 and January 6, 2025. The Bank sent the Customer an email detailing the dispute outcome for each dispute.
  The Customer reopened the disputes on January 13, 2024. The disputes with the merchant Propellerads remains under investigation, and the Bank expects completion within 2 billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigation, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment. Customers can send dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, ****************************** ***** **** ***************************************************************. The Customer should label all evidence with the case number and avoid sending original documents. If no new evidence is received by the Customer, the dispute resolution may not change.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:01/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IAM ****** ***** *****-***** MY ADDRESS IS ****************************************************** DOB ********* SS#************HIS ACCOUNT WAS REINSERTED ON MY CREDIT PROFILE AFTER IT WAS REMOVED ITS BEEN HOLDING ME BACK FOR 4 YEARS I CANNOT OBTAIN A HOUSE A BETTER JOB AND LIVING ENVIRONMENT FOR MY 13 yr old DAUGHTER AND 21 yr old SON THIS HAS TAKEN ITS TOLL IAM ****** ***** *****-***** 1-9-2025 Dear , APPLE CARD - ******* I hereby dispute the validity of the alleged debt listed below Entirely. I also request verification of the alleged debt, specifically, a copy of the ORIGINAL PURCHASE AGREEMENT. Agreement must be with the original creditor and signed by all parties involved. I'm requesting this * because I have had different companies reach out to me about the same alleged debt. ACCOUNT NAME ***** CARD - ******* ACCOUNT #**************** I am requesting immediate deletion of all prior reporting made to my consumer reporting agencies,********,*******,********** and inno is , you must cease collection efforts until this alleged debt is ************* must show proof that you legally own this alleged debt and that it is accurate and complete SINCERELY 15 U.S. Code 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft Shall be removed from the consumers report not later than 4 business days after the date of ********** has been MORE THAN 30 days and you are in VIOLATION of this law because I am a victim of identit theft!! Please delete these items as soon as possible!These accounts should not be furnished on my consumer report as they are in VIOLATION!Under, 15 U.S Code 1681b - Permissible purposes of consumer reports (a) IN GENERAL Subject to subsection (c) any consumer reporting agency may furnish a consumer under the following circumstances and no other: (2)

  Business Response

  Date: 01/29/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** *****-***** (the Customer) related to an Apple Card opened without authorization.
  The Bank conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on March 18, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  The account was charged off on December 31, 2022, as a result of the Customer failing to make a payment to satisfy the minimum payment due by May 31, 2022. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the *************************. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  The Bank sent the Customer documents on January 22, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $6,464.73 provided in the latest statement from December 31, 2022. The Bank is the original creditor, and not a debt collector. The Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  The Bank has no record of the Customer requesting the Bank to cease contact prior to January 8, 2025. The Bank will cease all collection communication with the Customer except those legally required or requested by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15, 2024, I received 3 fraud alerts on phone regarding my Apple Card. I logged into my Apple Wallet and noticed that although Goldman Sachs had blocked those 3 charges that I did not make, a 4th charge for a $4,977.08 transaction from StubHub on March 15, 2024 at 7:18AM had gone through. I immediately used the Apple chat agent to connect to a card agent from Goldman Sachs and disputed the charge. I was told by the agent, Well monitor for this transaction to post for the next 21days and once posted, dispute will be automatically processed. Your reference number is *********** I received a temporary credit to my account for the full amount of the transaction.On September 11, 2024, I received a notice that the original credit I was given for the dispute was reversed. I again disputed the charge and was given the same information about waiting for a decision and I requested I be contacted by the investigator in my case and that I receive whatever evidence used in making a determination. I was sent a letter that was illegible. I can provide this if necessary. I received a temporary credit to my account for the full amount of the transaction.On November 11, 2024, I again received notice that the credit to my account from the dispute was reversed. For the 3rd time, I disputed the charge and was told I would 100% be contacted by someone in the ****************************** before a decision was made. I was not contacted and again received a letter with their so-called evidence that was illegible. I received a temporary credit to my account for the full amount of the transaction.Yesterday, on January 9, 2025, I was agin notified that the credit to my account for the dispute was reversed. Today, January 10, 2025, I again disputed the charge but was told that without additional evidence, the temporary credit applied to my account would more than likely be reversed again. I have ran out of options, this complaint is the last step before legal action.

  Business Response

  Date: 01/29/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 15, 2025. ******** appreciates the opportunity to address the concerns raised by **** ************ (the Customer) related to a transaction dispute with the merchant Stubhub in the amount of $4,977.08.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on March 16, 2024, May 9, 2024, July 22, 2024, September 12, 2024, November 14, 2024, and January 10, 2025. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant as the merchant provided evidence that matches the customers information and no evidence has been received from the Customer to substantiate the Customer's claim. Additionally, the Bank was unable to locate any fraudulent activity occurring on the Customers account. As a result, the temporary credit that was applied to the Customers account was reversed on May 9, 2024, July 22, 2024, September 11, 2024, November 14, 2024, January 10, 2025, and January 23, 2025. ******** sent the Customer an email detailing the dispute outcome. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Goldman Sachs Transaction Date: 05/14/2024 Transaction Amount: $203.30 On May 14, 2024, I purchased a pair of shoes from ******** for $203.30. After wearing the shoes only a few times, I noticed significant degradation in their quality. I contacted ****, and they acknowledged the defect, agreeing that the product did not meet their quality standards. Unfortunately, **** was unable to replace the shoes as they were out of stock.Due to this lack of resolution, I initiated a dispute with Goldman Sachs to seek a refund for the defective product. Despite providing clear evidence of the product's poor quality and ****'s admission of the defect, Goldman Sachs declined my dispute. This decision is disappointing, as it disregards my rights as a consumer and leaves me without a resolution for a defective ********** the issuer of my payment method, Goldman Sachs has a responsibility to fairly evaluate disputes and protect customers from defective merchandise. By denying my dispute, they have failed to uphold this obligation.I am seeking the following resolution:A reversal of Goldman Sachs' decision and a refund for the disputed amount of $203.30.I also provided clear evidence, chat transcripts with the merchant (****) in regards to this, and then Goldman Sachs provided to ask for more evidence multiple times, when I was informed it was enough to begin with and they already had this ************** be *****, I am sick of Goldman Sach's abuse of the Apple Card platform - I have had terrible customer support, lack of understanding, and similar dispute issues with them in the past.

  Business Response

  Date: 01/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 14, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the Customer) related to a transaction dispute with the merchant **** in the amount of $203.30.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on November 11, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant. The merchant provides a 60 day return policy and there is no evidence of the item(s) being returned to the merchant as defective merchandise for a refund. The Customer has not provided any evidence that the merchant agreed to refund the purchase. As a result, the temporary credit that was applied to the Customers account was reversed on January 09, 2025. The Bank sent the Customer an email detailing the dispute outcome. Customers can send dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, ****************************** ***** **** ***************************************************************. The Customer should label all evidence with the case number and avoid sending original documents. Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear the Bank,
  
  I am writing to formally respond to the banks findings regarding my dispute. The product in question is well beyond the merchants 60-day return window for defective merchandise, which the merchant has explicitly acknowledged. Additionally, the merchant has confirmed that they are unable to replace the item because it is no longer available.
  
  The merchant has recognized the defect in the product, and I provided supporting evidence through Apple chat as instructed by an agent to the Bank. However, the banks response does not appear to reflect this evidence, nor does it take into account the merchants acknowledgment of the defect and their inability to provide a replacement. I am curious to how this banks reply was thought of, because it addresses none of what my dispute is about and believes my dispute was made within the 60 day return period - was my complaint even read? 
  
  Given that the merchant has admitted to the products defect but is unable to offer a replacement or refund due to their policies, I respectfully request that the the Bank/BBB further review this matter. A consumer should not be penalized when a defective product is acknowledged but no viable resolution is provided.
  
  Thank you for your time and consideration.
  
  
  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
  
   
  

  Business Response

  Date: 02/07/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 30, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the Customer) related to a transaction dispute with the merchant **** in the amount of $203.30.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on November 11, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant. The merchant provides a 60 day return policy and there is no evidence of the item(s) being returned to the merchant as defective merchandise for a refund. The Customer has not provided any evidence that the merchant agreed to refund the purchase. As a result, the temporary credit that was applied to the Customers account was reversed on January 09, 2025. The Bank sent the Customer an email detailing the dispute outcome. The Customer is welcome to request the dispute be reopened, however if no new evidence is received by the Customer, the dispute resolution may not change. Customers can send dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, ****************************** ***** **** *****************************************************************. The Customer should label all evidence with the case number and avoid sending original documents.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is the exact same answer as before. This is the same as if I copied and pasted my original complaint. I contacted **** - this item was outside their 60 day return window as you've stated twice now and have spoken with them multiple times about this as well. They cannot replace the item as they no longer has any in stock. They cannot offer a refund since it is not within the 60 day return window now. This is in full, a bank error, as I should not be liable for this balance for defective merchandise I was sold that the merchant takes full credit/responsibility for but cannot compensate me with a replacement item. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ********
  
  
  
  
   
  

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with *********** and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since *********** has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 01/27/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 14, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******** (the Customer) related to validating the debt owed for *********************** conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. The Bank is unable to provide additional information related to the investigation. According to the Banks records, the Customer opened the Apple Card account on April 3, 2020. During the application process, the Customer is provided with and must consent to the Apple Card Terms and Conditions, which discloses that the Customer agrees the Bank may report information to the ************************* regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The Bank confirmed the account was closed and charged off as of April 30, 2022, as a result of the Customer failing to make a payment to satisfy the minimum amount due by October 31, 2021. The Bank successfully delivered Statements Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file.
  The Bank confirmed the account was reported accurately to the *************************. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting or remove the trade line from the Customers credit report.
  The Bank sent the Customer the requested documents on January 20, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 25 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $4,074.00 provided in the latest statement from April 30, 2022. The Bank has no prior record of the Customer requesting documentation from the Bank.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the Apple Card with Goldman Sachs and the customer service is horrible. They have allowed multiple fraud charges to go through which were resolved but they dont seem to monitor like other card companies. I made a purchase through ******** UK on for an event on July 13, 2024 to the tune of $750 and the event was cancelled. Stub Hub refuses to give a refund so I disputed the charge with my card and provided proof the event was cancelled. They have denied it twice with no explanation. Calling them on the phone I get **** saying it sounds like you should be refunded but I cant do anything about that they told me a supervisor would call me back to resolve the issue and I never received a call.

  Business Response

  Date: 01/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 14, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to a transaction dispute with the merchant Stubhub in the amount of $751.22.
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on July 18, 2024, and re-opened the dispute on November 16, 2024. The **** applied temporary credits while the disputes were investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the initial dispute in favor of the merchant correctly. As a result, the temporary credit that was applied to the Customers account was reversed on September 24, 2024. The Bank sent the Customer an email detailing the dispute outcome. Due to a processing error, the re-opened dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit previously applied was reversed on January 8, 2025. The Bank sent the Customer an email detailing each dispute outcome.
  The dispute was reopened on January 10, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the available evidence substantiated the Customers claim of the event being cancelled. As a result, the temporary credit that was applied to the Customers account was made permanent on January 23, 2025. The Bank sent the Customer an email detailing the dispute outcome. The Bank regrets the frustrations the Customer experienced. Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an Apple Mastercard Card via an online advertisement that advised that by applying for the card and spending $500 or more by January 13, 2025 within 60 days of account opening that $100 Bonus Daily Cash would be received. I applied for the card and was approved on December 27, 2024. I spent over $500 and qualified for the $100 Daily Cash Bonus on December 31, 2024. To date, I have not received the bonus Daily Cash of $100. I have been receiving deplorable customer service each time I have reached out for support. I called to get assistance with this and have received the runaround but no assistance or resolution with getting the Daily Cash added to my account or any callback.On January 2, 2025, my transaction at ****** was declined for $201.38 with no notifications received or no clear reason so I stepped outside and called support to receive no assistance initially and I requested a supervisor and he was able to confirm that I was not sent any notifications to approve the transaction and I learned my account was restricted with no notification or communication from ***** in any capacity. It was removed and resolved while on the phone. On January 8, 2025 I attempted to pay for a service provided in my home to repair my dryer for $327.00 with AS Appliance Repair and it was declined with no notification. I called support and was told my account was restricted because I did not approve the transaction but there was nothing sent to my to enable me to approve. There has not been any fraud or any reason to block the transaction as this is the second time this has occurred with more than enough available credit. I was not assisted and although the available credit was available the restriction was not lifted and no assistance was provided via phone support after speaking to multiple supervisors and this was very embarrassing and caused the vendor not to be able to be paid. This was embarrassing and completely unacceptable.

  Business Response

  Date: 01/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 14, 2025. The Bank appreciates the opportunity to address the concerns raised by Butoisha ****** (the Customer) related to an Apple Card Daily Cash promotion and a restricted account.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank ran a Daily Cash Promotion where new Customers who open an Apple Card account from December 10, 2024 January 13, 2025  (Offer Period) and spend $500 or more within 60 days of account opening will receive a $100 Daily Cash welcome bonus. The new Customer must apply for the Apple Card through an email offer they received or using the promotion site at *********************************. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on December 27, 2024. During the application process, the Customer did not apply through the correct promotional campaign link to receive the $100 in Daily Cash automatically. The Bank reviewed the evidence the Customer provided in relation to the promotional offer link. As a courtesy, the bank provided a statement credit of $100.00, to the Customers account on January 22, 2025. The Bank sent the Customer an email communication detailing the outcome on January 22, 2025.
  The Apple Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank was able to clear security concerns and can confirm the restriction was removed and the Customers account, is active and available for use as of January 14, 2025. The Customer will receive a notification through text message or email regarding transaction declines. The Customer will need to ensure their notifications are turned on through the Wallet app to receive these notifications. In the event the Customer's account is restricted and under review, the Customer will be able to see the status of their account in the Wallet app. The Customer can also contact the Bank directly for further assistance. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app.
  The Bank contact the Customer on January 27, 2025 to address any outstanding concerns. The Customer was advised the **** is unable to provide additional compensation. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The 100 credit has been decreased and I feel that Goldman Sachs can do better with handling the resolution.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 02/13/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 3, 2025. The Bank appreciates the opportunity to address the concerns raised by Butoisha ****** (the Customer) related to an Apple Card Daily Cash promotion and a restricted account.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on December 27, 2024. During the application process, the Customer did not apply through the correct promotional campaign link to receive the $100.00 in Daily Cash automatically. The Bank reviewed the evidence the Customer provided in relation to the promotional campaign link. As a courtesy, the **** provided a statement credit of $100.00 to the Customers account on January 22, 2025. The Bank sent the Customer an email communication detailing the outcome on January 22, 2025.
  The Customers complaint also references a restricted Apple Card account. The Apple Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank was able to clear security concerns and can confirm the restriction was removed and the Customers account, is active and available for use as of January 14, 2025. The Customer will receive a notification through text message or email regarding transaction declines. The Customer will need to ensure their notifications are turned on through the Wallet app to receive these notifications. In the event the Customer's account is restricted and under review, the Customer will be able to see the status of their account in the Wallet app. The Customer can also contact the Bank directly for further assistance. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app. The Bank contact the Customer on January 27, 2025, to address any outstanding concerns. The Customer was advised the **** is unable to provide additional compensation. The Bank attempted to contact the Customer on February 4, 2025, due to the rejection received to address any outstanding concerns but was unsuccessful. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im currently reappeling a dispute with ***** Card. One the bank ruled in the merchants favor they selected the wrong way to dispute. Two I think I need help from the bbb, I made a reservation stay in April of this year and didnt get to stay till Oct 21. Im going to submit what happened but I feel the bank should have used all the information I provided. I filed a police report went to the bbb on the merchants company and to the town halls this merchant is continuing cheating other people out of there money. I will submit my statement in the pictures below its based off my ****** Review and warnings I have updated it a few times to warn people of the risk they take in going.if I need to submit more I will but the merchant broke her own contract we signed for the hotel stay and harrassed us and also threatened me and my wife why we were there. She promised us a refund if I left but I knew I would never get it. I could have forced to stay but it was her house and she could have called the police. Im looking for a full refund since she broke her contract and I was suppoused to stay from 7pm to 8am and no one would bother us at all its unfair and not right she won the dispute when she scammed and fruaded me. As well as threatening us and harassing us only 2 1/2 hours of our stay. Im ashamed of the bank I do business with they did nothing to Protect my money and just handed it Over even with a police Report filed and 90 plus dispute files added unbelievable. Im asking the bank to return the money I was scammed Out of thank you. I also included the rules that state I would not get bothered and my email I submitted to her as well the moment we left the place.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from ***** inviting me to apply for their Apple Card. After reading the email, I was intrigued because it mentioned that I would earn 3% cash back on everyday purchases. However, I wanted to clarify if there was a catch to this cash back percentage. The email didnt specify that the 3% applies only to ***** products and specific stores, or that the 2% applies to all other purchases made using the card through ***** Pay. This information was only provided after I had already applied for the card. The emails verbiage is misleading and false. I find it hard to believe that such misleading information could be approved for use in an email to a high-value client like ******I would like to file a formal complaint about this card and request that Goldman Sachs legal team review and amend the verbiage in future emails related to your Apple Card campaign. Additionally, I want to ensure that I receive the 3% cash back as advertised in my original email. If I had known how the 3% was broken down, I would never have applied for this card.

  Business Response

  Date: 01/15/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 3, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the Customer) related to an ******************************************* conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on December 26, 2024. The account earns rewards as outlined in the Apple Card Customer Agreement section titled Daily Cash Program. The Bank confirmed that the advertisement email states "gives up to 3% daily cash on every purchase" and includes a link to the full terms and conditions for the Apple card. The email received by the Customer contained correct and accurate information relating to the Apple Card product and rewards. The Bank is unable to adjust the rewards amounts earned for the Customers purchases. The Bank acknowledges and appreciates the feedback provided by the Customer. The Customers evidence mentions the ************* account, however the Bank was unable to locate an account with the information provided in the complaint.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use my apple card to pay at IQ nail salon on 8/16/24 but the card kept circling, so the clerk canceled and reran it on my ***** card. There was a difference in the amount because the ***** card had the tip on it. The apple card was charged even without a signature. I called them as soon as I seen the charge and provided my ***** statement showing the charge and a picture of a text trail with the salons manager. And they denied this 3 times. This is after speaking numerous times with their customer service agreeing with the dispute as a duplicate. The last call I made 12/26/24 I requested all documentation of the denies and yet to receive any.

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******